Customer service is a key part of Christmas success for web-based retailers, it has been advised.
A new study carried out by Harris Interactive and commissioned by Tealeaf has found that shoppers are willing to look elsewhere if the level of service offered by internet businesses does not match their standards.
Some 37 per cent of those polled who had experienced problems with online transactions had expressed a willingness to take their custom to another retailer in the event that it happened again.
Chief executive officer of Tealeaf Rebecca Ward noted that Britons have "high expectations" of their internet experiences.
"Customers must feel as though they are valued and that their issues are understood, processed and ultimately solved," she said.
The news emerged after 76 per cent of responses reported in the IMRG E-Customer Service Index expressed positive feelings about internet commerce, with 73 per cent of those polled satisfied with the responses given to their queries, by both email and phone.
 |
OUR PEOPLE
